I don't care what their ability is. It's a computer system ... fix it. You can't defend yourself with a flawed computer system. ("I'm sorry your honor, but our system does not allow us to issue checks for billing errors. We'll be happy to give him the $10,000 in credit due to our billing error....") Plus, some CSRs (in retention) apparently *DO* have this ability, perhaps because they also have the authority. Or do they not have the authority but are allowed to do it anyway?